• Location: Office-based (Melbourne CBD)
• Contract: 2 years (initially) with potential to extend
• Start Date: April/May 2025

Company Overview

The Centre of Perinatal Excellence (COPE) is a not-for-profit organisation devoted to reducing the impacts of emotional and mental health problems in hopeful, expectant and new parents across Australia.

COPE’s philosophy is that all parents should have access to evidence-based information and timely effective screening, management and treatment. As the developer of the Australian National Guidelines, COPE is Australia’s peak body in perinatal mental health, providing access to information, screening, training and pathways to support and treatment.

If you are looking to join a dynamic team who is passionate about improving perinatal mental health outcomes, please keep reading - this might be the perfect next role for you!

Role Overview

We are seeking several Customer Support Specialists to manage the end-to-end customer experience for our healthcare services, from initial engagement and onboarding, through to training and ongoing technical support. The Customer Support team will also play a key role in turning customer feedback and insights, into new product features that enhance the experience for both healthcare services and their patients.

This role is ideal for a healthcare professional looking to transition into a customer service role that combines clinical expertise with customer support. The position will focus on supporting and training healthcare service teams using the iCOPE screening tool, ensuring seamless integration into clinical workflows, and delivering an exceptional customer experience.

Key Responsibilities

• Training & Onboarding: Lead implementation and onboarding for new healthcare services and their clinical and administration staff, ensuring seamless adoption of the iCOPE tool.
• Customer Support & Troubleshooting: Provide Level 1 technical support, efficiently responding to queries and escalating complex issues as needed.
• Customer Engagement & Success: Build strong relationships with health service teams, via monthly review calls, user group facilitation, and customer feedback sessions, to ensure optimal user experience.
• Clinical Workflow Integration: Work closely with clinical teams to understand their needs and integrate iCOPE into their workflows efficiently.
• Product Development Contributions: Gather insights from user feedback to enhance product functionality and an enhanced experience for both healthcare services and their patients.
• Documentation & Knowledge Sharing: Assist in developing FAQs, training materials, and knowledge base content.

Skills & Qualifications

Essential:

• 3-5 years' experience in customer support, sales, or account management within the digital health or maternity care sector.
• Comprehensive understanding of maternity health systems.
• Strong communication, problem-solving, and customer service skills.
• Proven ability to build trusted relationships with customers and key stakeholders including clinicians, administrators and Information Technology teams.
• Ability to troubleshoot technical issues at a basic level and escalate complex cases as needed.
• Excellent time management skills and high attention to detail.
• A team player with a positive and proactive mindset.
• Proficiency with Microsoft Office Suite and experience working with CRM, ticketing, and knowledge management systems.
• Experience with clinical software systems.

Preferred:

• Registered Midwife, Child and Family Health Nurse, or RN with antenatal or postnatal experience.
• Software implementation and clinical integration experience.

What We Offer

• Not-for-profit salary packaging benefits to increase your take-home pay.
• A warm and supportive team culture committed to impactful, meaningful work.
• Access to excellent co-working office space (close to all public transport) including: Fortnightly team breakfasts and drinks, on-site gym, modern, top tier working spaces in a central location.

Why Join COPE?

You’ll be part of a small, passionate, and purpose-driven team working to support the mental health and wellbeing of parents and families across Australia. This is a fantastic opportunity to contribute to meaningful work while gaining experience across multiple operational areas.

Ready to Apply?

Click "Apply now" to make an impact - please submit an updated CV.